Complain about a product or service

US Airways

James of Olean, NY July 1, 2009

I was told on their internet page that for international travel using frequent flier miles I was required to call the international number to make a reservation. I called and requested to purchase two tickets to London with a return from Paris. I was told that there were no seats availale for freguent fliers unless I wanted to double the miles required. I didn't have enough miles to recieve both tickets when doubled. The person taking the reservation recommended that I get one ticket with my miles and then purchase the other.

I said that would be fine but could I put in a reservation hold and she said that would be fine that she would make the reservation and that I would have three days to call back and pay for the tickets. I was told that the price for the ticket that I was paying for would be 844.17. I called back the next day to confirm and was asked for my credit card number. I was then told that they were going to charge me 844.17 plus 35.00 for making the reservation on the phone. I told them that I didn't feel that I should have to pay that as I was not quoted that price. I was told that they had to charge me it anyway or I could go online and book it myself and save the 35.00. While I had them on the phone I looked up the flight online to find that the price had gone up to 906.00. If they had told me that the day before I could have saved the 35.00 but due to their incompetance I was forced to pay the 35.00 for the phone reservation or pay an additional 62.00 for online reservation. I was forced to pay more than quoted. Talk about between a rock and a hard place.

Walter of Haltom City, TX June 27, 2009

On June 24, 2009 I was to fly U.S. Airways from Dallas/Fort Worth Airport to Las Vegas to visit relatives using an "Employee Guest Pass" which is supposed to be a "perk" for U.S. Airways employees and their relatives. A relative of mine works for the airline company. With the way they treated me I'm wondering how the company treats its employees. When using these passes you are required to fly via "stand-by". For those that don't know, flying stand-by means if the flight is undersold you have a seat but if the flight is sold out you have to wait to see if there are any last minute cancelations, no-shows or last minute changes to fly 1st class. You may or may not get out on the earliest flight. Also, you are prioritized as to the "level of employee" and/or "level of importance" of your your need for a flight.

So, it's June 24th, I'm flying on an employee pass and my flight that is leaving at 5:30 p.m. is sold out and everyone that bought a ticket has showed up and boarded. That means that I have to wait for the next available flight. So a U.S. Airways desk attendant printed me a new boarding pass. A 7:30 a.m. flight. Since I did not drive to the airport I spent the night at the terminal. More than 16 hours I spent at the terminal. If I didn't make the 7:30 a.m. I'd have to wait for the 2:15 p.m. flight and take my chances again as was stated by the attendant.

The next morning, long story short, I didn't get "chosen" for the first flight out. Now, there were 4 people, including myself that would need, yet another, tickets printed for the next possible flight out. The first of the 2 U.S. Airways employees came up to the gate counter and started working on a computer. A man in line in front asked if he could get his tickets changed for the next flight and was told "please wait a minute". When that minute passed he grabbed all of his things and told the man that the other employee "would be right up to take care of our tickets in just a moment. I have to rush down to another gate to prep a flight for Charlotte." He then walked off down the corridor.

Six minutes pass by and the other employee comes up and immediately starts typing on a computer. The man asks, again, if he could give him the next available flight info and change his tickets to such and the employee responded "I can't help you sir. I've got to get down to another gate to prep a flight for Charlotte. You will all need to go back out through security to the front ticket desks they will help you there."

The man said "but the other guy said you would help us." "I'm sorry sir, the front desk will take care of everything you need. I've got to get down to help with the Charlotte flight." Those of us that didn't make the flight go back out through security. I'm the first one there and I walk up the the line marked for ticket changes and I'm asked if I could be helped. I tell them that I was flying on an employee guest pass and wasn't able to get on the 7:30 flight and needed my ticket changed to try and catch the 2:15 if space available.

The response I get from the lady is "Sir, the flight is sold out. You won't be able to get to Las Vegas on that flight." "I know the flight is sold out but I need the ticket changed for just in case I am able to get on that flight or if not, the next flight after that one." What she told me next I couldn't believe she said! "Sir, all the flights to Las Vegas for today are all sold out. You WON'T be making any flights out today at all." I explained to her that luggage was already in Las Vegas and asked what did she mean by I saying I wouldn't be able to make any flight out? I also explained to her that I had spent the whole night at the terminal waiting for the morning flight having not been able to make the flight the night before. I asked again "can you at least change the ticket for me?" "No sir, I'm sorry." "So, waiting for over 16 hours, over night here at the terminal doesn't bump up my priority in any way? Can you do anything for me at all?" "I'm sorry Mr. Thompson." "Then I would like to cancel this ticket and get my money back." "We can't do that for you here. You'll have to call the customer service number printed on the card there." "What about my luggage?" "Call the same number."

At 8:15 a.m. or so, I wound up taking a 40 cab ride to my home. When I got home I called customer service and was given another number to call. After sifting through the automated portions for 10 minutes I finally get a human being on the phone. I explain everything and the person proceeds to recite the "Employee Pass Policy" which most of I was aware of. Then, while she is typing and canceling my "reservation" she tells me "you know that you're still scheduled for the 2:15 p.m. flight to Las Vegas? When you don't make the first flight the computers automatically switch you to the next available flight."

I responded "then why didn't your people at the airport not want to go ahead and print me out a new ticket so that I would be allowed to go back through security and try to catch that flight? Why did your people at the airport tell me that I WOULD NOT be able to make any flight out and refuse to help me?" "Well, it's only 1:15 p.m. there now you may still be able to try." "Yes, I would be able to get there but not after canceling my pet watching services and picking them up on the way back home. If your people had done what they were supposed to do I wouldn't be talking to you on the phone right now. I wouldn't have left and I'd possibly-maybe be on a nice vacation. Your people screwed that up."

The customer service representative then suggested that I file a complaint online (which I did while on the phone with her before her suggestion) and asked for my email address so that the complaint would get a faster response. Here's the obviously generic response which didn't explain any questions I posed in the complaint:

Thank you for contacting Customer Relations concerning your recent travel experience. Our records indicate that a refund has been requested for your ticket. For clarification on rules and regulations concerning Non-Revenue Travel, please contact the employee who gave you the Guest Pass. Thank you for choosing US Airways.

Tim of Irvine, CA June 25, 2009

Don't fly US Airways because they are not a responsible airline. I purchased a ticket to Cabo, Mexico in April 2009 for my brother's bachelor party, which is for 2days and 3nights. I arrived at the Orange County airport the day of my flight to find out then that my flight from Phoenix to Cabo had been canceled! After an hour an a half of talking to the desk, they re-booked me for the first available, which is next day. That meant my vacation had been cut short to 1day 2nights. On top of that, I couldn't cancel my hotel reservation because it is the day off. And I have reserve another personal shuttle to pick me up which is an extra 100. Also, I took a day off from work just to deal with the frustrations that US Airways has caused me.

The worst part comes when I call their Customer Service and explained to them my problem and the financial loss they have caused me. They told me they sent me an email in May telling me of the change. Looking through my email, I have no record of receiving it, only my original itinerary. But then I asked them why they didn't call me or make sure I knew of the changes? Is it really enough for them to just send out an email on such a big change for an international flight without making sure I knew what was happening with my flight? What they told me when I asked was the biggest shock of all, "Please email our customer relations about your complaint, and they will get back to you in 2 to 3 days..."

I have the feeling I won't be compensated for my one night lost hotel cost, my extra shuttle service, or the day I had to take off work for this vacation. What was suppose to be a 3 night celebration for my brother, has now been partially ruined. Don't fly US Airways because they are not a responsible airline.

Margaret of Westfield, NJ June 9, 2009

On 05/07/09, my husband, daughter (2.5 years old), and I arrived at Newark Airport to take a US Airways connecting (Charlotte, NC) flight to Turks and Caicos. We checked in our luggage, went through securities and were boarded on the plane. About 40 minutes later from the time we were boarded, the plane was still at the gate and passengers did not know what was going on. Finally, flight crew advised us that there is nobody (mechanic) to sign off for the plane to take off. We were told that we will miss the connecting flight to Turks and Caicos and need to leave the plane.

We left the plane and went back to US Airways check in station to find out that we can be re-booked to take American Airlines flight 1423 to Miami from La Guardia Airport. In meantime we went to pick up our luggage, which by the way we did not know that we needed to pick it up until one of the passengers told us. US Airways failed to advise us about this ""detail"". We went to pick up our luggage just to find out that one of our three bags was missing. US Airways advised us that the luggage went to Charlotte on flight 1729 and will be sent to Turks and Caicos.

US Airways provided vouchers for transportation to La Guardia Airport to take American Airlines flight 1423 to Miami. Unfortunately, flight 1423 was cancelled due to bad weather. There were no other flights that day, and the next day all flights from La Guardia to Miami were booked.

Finally, after 7 pm on 05/07/09, American Airlines re-booked us for next day flight AA1015 to Turks and Caicos. All of us, especially my daughter were extremely tired. We took a taxi from La Guardia Airport to Marriot Courtyard Hotel, where we spent a night. The next day, we boarded AA plane to Turks and Caicos. When we finally arrived at Turks and Caicos on 05/08/09, 1 day later when originally scheduled, our one luggage was still missing. We contacted US Airways, but they had no records of our luggage. The luggage finally arrived in Turks and Caicos in 05/09/09.

Due to the service failure on the US Airways part, we endured hardship traveling to our vacation destination. In addition to the hardship, we endured financial losses - transportation charge from La Guardia Airport to Marriot Courtyard Hotel in the amount of 30 dollars, 1 night at the Marriott hotel in the amount of 371.15, and 1 night (about 1200) at the Beaches Resort at Turks and Caicos (non refundable by the resort). My husband and I are full time working citizens, and due to US Airways failure, we lost one of our vacation day. We are hoping that US Airways acknowledge our hardship and financial losses in the form that will be satisfactory to us. Us Airways offered us three vouchers, 150 each with the restrictions. This is not acceptable to us.

GW of Asheville, NC June 21, 2009

I found a decent fare on their website a week before I needed to depart, flying out of TRI (Tri-Cities, TN). I live only about two hours away so it was worth the drive to save the extra fare. Right before leaving my house I checked the flight status - everything is OK and on time. I drive two hours to Johnson City and as I'm pulling into the airport I get a phone call that my flight is canceled due to unspecified reasons. When I ask them what they can do, they offer to book me on a flight the next day.

My options are to drive two hours home, then two hours back the next morning or purchase my own hotel room. They tell me the airport has the discretion to purchase my hotel room for me. I walk inside the terminal and they were completely useless. They told me that they could buy my hotel but wouldn't because I was at origination and not on a connection. They said they wouldn't give me any sort of consideration, upgrade my flight, or give me a voucher.

I went and stayed in a mid-rate hotel. The next morning I catch my flight to New Hampshire. While this seems small - please understand I was flying out Thursday night for an important family event Friday afternoon. Due to charging 15 each way per checked bag, I opted to bring a change of clothes in a carry-on, and freshen up Friday before the event. While I barely made the event on time, I had to wear the same clothes I had worn for two days, was unable to get a haircut or shave prior as planned, wrinkled clothing, and just plain poor appearance. Absolutely embarrassing.

This Sunday morning I make it to the airport before my flight starts boarding. It is a regional airport, and I have no bags to check. Even though there was PLENTY of time to make it through security and to my gate before departure (15 minutes later I heard the "final boarding call") the ticketing agent refused to help me. She called the gate and they said I could still come, but when she printed my boarding pass it failed. She said "well, I guess I'll book you another way." I said "Please get me on this flight, I have plenty of time." She responded with "My computer won't print. I'll just book you through two other connections and you'll arrive late tonight." (I was supposed to arrive late morning.)

This is terrible customer service. I'm sitting in an airport now waiting 4 hours for the first of many flights to get me to point B, 10 hours later than planned. I will NEVER fly US Airways again, and neither will my company. I'm in charge of ticket purchasing for over 3,000 tickets a year and I will not subject my coworkers or clients to this terrible service. One final note: When I called their toll free customer service about how put out I was they told me "Maybe next time you'll buy the insurance." Unacceptable.

Kathleen of Morrisville, PA June 19, 2009

I purchased a ticket for my 22 year old daughter and her 7-month old daughter for a Non-Stop flight from Philly to Ft. Meyers Florida. She arrived at the airport 1 1/2 hours prior to her departure time. She stood in line to check her luggage for over 1/2 hour. When it was her turn she was told she cannot check her bag because it needed to be checked 45 minutes prior to departure. Even though she was in line for over 1/2 hour it didn't matter she missed the time by 5 minutes. They took it upon themselves to change her flight to a 6 hour flight, a 2 1/2 hour delay in Charlotte and a plane change all while having a 7 month old on her lap. They refused to help her in any way.

I was on the phone with the 800 number for USAIR and was hung up on 3 times and also told that there was "nothing they could do" I was just trying to get them to give the baby a seat since they changed her flight and I paid for a non-stop flight. No one and I mean no one at usair was helpful and they were very rude as well as the baggage check-in personnel too. They wouldn't speak to my daughter nor did they even bother to direct her to passenger services so that she can try and get an extra seat for her child. For USAIR to do this to a young mother who has never flown with an infant and for USAIR not to care one ioda is complete baffeling. I will not rest until I tell every person I know tell every person they know not to fly USAIR EVER. They are a horrible company that does not show any respect for their passengers and treats them like they don't matter.

Claudia of Lake Ronkonkoma, NY June 2, 2009

My husband and I purchased tickets to travel to Guaymas, Mexico for June 26th, 2009. We made this purchase using gift cards we won at a charitable event for children with autism. Due to the recent events in Mexico (drug related violence and the swine flu), my husband and I do not feel comfortable traveling to Mexico at this time.

I contacted U.S. Airways to discuss changing our flights to a different distination and I was told that I would be able to do so, however, that I only had until December of this year to travel. One representative told me December 24th, 2009, and a different representative told me December 4th, 2009 (the tickets were purchased on December 24th, 2008). The problem that I have is that my husband and I will not have vacation time together again until next spring/summer due to our work schedules and my husband's college schedule.

I have not asked U.S. Airways for a refund, only an extension due to the special circumstances in Mexico. I was told that they could not provide us with an extension. I asked if the money could go back on the U.S. Airways gift cards we used to purchase the tickets since the money on the gift cards has already been spent at U.S. Airways so that we had more flexibility when scheduling our next flight, and I was told that couldn't happen either. When I booked the flight I was not informed of all of these conditions surrounding our flight.

I have a print out of when I booked the flights and under Terms and Conditions it states: "We're sorry, the Terms and Conditions for this reservation cannot be displayed at this time". I shared this information with U.S. Airways to explain that we were not informed that we would only be able to change our flight up to December 2009, again there was nothing they could do about it. I appreciate your attention to this matter. Thank you for your help.

Patience of New city, NY May 29, 2009

I booked a flight with US Airways and I want a full refund because it is a lousy airline service. My son and I went to Miami, Florida last week and I am disgusted with the service I received. First my flight was fully booked and I could not board the plane when I supposed to return to New York. I was stranded in Philly without any money or food for myself or my son for one night.

When I finally returned to New York I was told my luggage was still in Philly and won't be in New York until after 1 O'CLOCK in the morning. I am hypertensive and my blood medicines were in the luggage. I am very disappointed with the service I received with US AIRWAYS.

REGINA of TUCSON, AZ May 30, 2009

We bought tickets online at US Airways. A few days later I went to use the Debit card that the tickets were purchased with and it was declined. Turns out that US Airways put a hold on my account for the total amount of both tickets 739.20 and also charged my acct for 369.20 twice. So basically they ended up with a total of over 1,400.00 for tickets that were suppose to be 739.00. I called them over and over and even spoke to managers asking what can be done to release this as my Bank explined its not set to fall off until June 16 2009 which is over a month. I was hung up on twice once by a manager. They basically told me that they no longer send the faxes and there not much that can be done. My Bank explained that they are not allowed to remove this unless they get a fax from US Airways simply stating that the hold can be released. I spent hours back and forth with US Airways and H&R block bank each stating the other is responsible to take care of this. I feel like I have been taken advantage of, this is my hard earned money that is basically being held for no reason.

robert of hallandale, FL May 20, 2009

i originally booked a flight from ft lauderdale to cleveland oh,i had to make a chance and leave on the 7of may because of a death in the family.I left ft lauderdale on that day,was suppose to connect in philidelphia couldnt land there a lot of air traffic and circled philidelphia for 1 hour,than had to land in virginia so the plane could refuel was there an hour,went back to philly,i missed my connection because the plane was 2 hrs late,was connected to a plane to go to charlotte,and into the cleveland area and i left late at ft laud and didnt get to cleveland till 1230am took me 12 hrs to get from ft laud to cleveland

my father who looked on the internet thought i was coming earilier and i called him he already went to the airport,of course i wasnt there because i was delayed he lives 30 miles from the airport in cleveland than he had to come back and pick me up at 1230am that was 4 times he traveled 120 bothways he is 87 yrs old was upset as i wasbecause he is not normally up this hour and had a heart attack last nov. so of course i was worried about him so we made it back home at 100am.

now coming back from cleveland,i understand the engine was bad so i was going to be late again a friend of mine was going to pick me up at 200pm and the plane came in at 430pm and he had to go to work but he was late for work so he could pick me up late,when your flights are late not only does it effect me but my other parties as well,thats why planes should be checked so they can arrive on time and not effect others.i never had to go to another state for refueling,2 hrs late is ridictulas and than sit around for hours for another i was so tired whan i first arrived in charrlotte than there was a gate chance i was so tired i could barely walk as that terminal is so big thanks for your time just wanted to share my experiencelate fees and other charges was over 800.00 to get to cleveland i could of flown direct flight for that price thanks again for your time.

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